London Start-Up enables Reliable Voice Calls for Caribbean Airlines


Written by: Tarik Dixon

London Start-Up enables Reliable Voice Calls for Caribbean Airlines

Caribbean Airlines, the region’s largest carrier has upgraded its customer service experience by signing an agreement with bootstrapped London Start-Up Connect-EZ. The airline attempted to offer free calls to their call centre from the mobile app, but it would not work on all connection types. This is where Connect-EZ successfully provided a free voice calling service that works on all connections.


How does it work?

When the airline initially attempted to implement this new customer experience using data connection only, some Wi-Fi providers blocked telephone calls. Therefore, the service could not be promoted as a practical alternative to international toll-free calls.

Connect-EZ is the telephony service that enables voice calls by only requiring customers to register with their email— eliminating the need for a SIM card or a valid phone number. This means that wherever you are in the world, you can contact a Caribbean Airlines agent for free.

Along with the standalone app, Connect-EZ also offered the state-owned carrier an API and SDK to integrate and test. The initial testing was conducted, and favourable results were achieved allowing the airline to confidently launch this new product to all customers, worldwide. The voice calling feature went under weeks of extensive testing to ensure the quality was pristine with no hiccups. In the end, the airline decided to sign an agreement with the start-up, and Caribbean Airlines became Connect-EZ’s first client.


Comments from new business partners

“We are always looking to enhance our customer experience and having noted an increase in the use of our mobile app we added the call option as a free service to our customers. The new feature is convenient and will allow customers anywhere in the world to reach us quickly and for free, when connected to a Wi-Fi or data service,” CEO of Caribbean Airlines, Garvin Medera stated at the product launch.

It’s incredibly exciting to be able to work with an organisation the size of Caribbean Airlines to facilitate customer support for its customers. This is a great time and money saver for both the airline and the customer – with an enhanced user experience as the customer never leaves the app. Day in and out, I see customers complaining to airlines, banks, and ride-hailing services about having to call them–but app-makers are somehow deterred from offering in-app calling services. Our partnership also goes to show that start-ups can fill a niche that remains unaddressed by larger competitors.”

Founder, Hasan Syed stated.

Hasan Syed has multiple years of telephony and internet experience, and he is using it to assist businesses such as airlines and banks in connecting with their customers easily and cost-effectively. Syed developed the idea when he realized how much people would complain about being stuck abroad and having to call expensive international lines for assistance.

Caribbean airlines proved its resilience during the pandemic and are now focused on upgrading passenger experience and continuing to provide safe flight operations throughout the Caribbean and North America. With the Boeing 737 Max a member of its fleet, the “RElauch” of the airport lounge at Piarco International Airport, and improvements in its customer care, the airline are optimistic looking to remain the leading airline of the Caribbean.

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  1. Good to see Caribbean airlines actively working to improve customer experience. What this new start up offers is fresh, I wonder how many companies will consider them going forward

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